Shopify review triage - public low-star reviews to a P0-P3 brief

What this does

Takes rows of public Shopify App Store review text and produces one prioritized brief a product or support owner can act on: what kind of problem each review describes, how badly it can hurt, what to do first, and where the original wording came from.

It is built for independent Shopify app teams and the agencies that run their support - the case where low-star reviews arrive scattered across several listings plus a few watched competitors, and the failure mode is treating them all as equally urgent.

The rubric below is not invented here. It reproduces a publicly published rule set verbatim, so a manual pass and this skill sort the same row the same way. See Provenance for the source.

Hard rules

These are not style preferences. Breaking one makes the output worse than nothing.

1. Public review text only. Never accept, request, or copy support tickets, merchant emails, order data, personal contact details, internal telemetry, or anything else not already public on a listing page. If such data appears in the input, stop, say which rows are affected, and ask for them to be removed before continuing.
2. Never invent evidence. Do not write a review, a rating, a date, an app name, or a source URL that was not supplied. A row with no link gets source: not captured - never a guessed one.
3. Keyword output is a sort, not a verdict. Everything produced by the rubric alone is labeled first pass - not human-checked. Only a person who read the review and checked it against their own systems may relabel an item human-checked.
4. Reviews are customer reports, not verified defects. Write "the reviewer reports the editor showed a blank screen", never "the editor is broken". The distinction survives into the brief.
5. No coverage claims. The brief covers exactly the rows supplied and says so. Make no claim of exhaustive coverage of a listing, a period, or an app.
6. No promises. No revenue impact, no outcome, no ranking effect, no legal or compliance advice. Suggest actions; do not predict results.
7. Draft only - never contact anyone. Do not send email, post a developer reply, open a support ticket, message a reviewer, or publish anything. Hand the draft back to the team and let a person decide what to send.
8. Reviewers are people. Refer to "the reviewer". Do not name, profile, or speculate about them.

1. Collect the rows

Ask for one review per line. The full form keeps the source link, which the brief needs:

rating | app name | review date | public reviews URL | review text

A shorter three-field form is also accepted - treat field 1 as the rating when it is a bare 1-5 (optionally followed by star or stars), otherwise as the app name:

rating | app name | review text

Rules for this step:

• Lines starting with # are comments. Blank lines are skipped.
• If a row lacks a source URL, carry source: not captured through to the brief. Do not drop the row and do not fabricate a link.
• Do not go and fetch anything yourself. This skill needs no network access; the person you are helping pastes the public rows they already opened.
• The trigger this rubric is tuned for is a new 1-3-star review. Higher-rated rows still classify correctly (a 5-star review often lands in feature requests or needs-human-read), so keep them if they were supplied, but never present them as low-star signal.

2. First pass - apply the rubric

Lower-case the review text and normalize curly apostrophes (’ to ') before matching, so a pasted "won’t load" still matches won't load. Also match every keyword below with the apostrophe dropped entirely: merchants routinely type these contractions without one, and the apostrophe-free spelling must classify exactly the same as the contracted form.

Five buckets. Each row gets exactly one primary bucket - the first dimension below, in this order, with any matching keyword. Further matches are recorded as secondary, never as a second brief item.

P0 - Incident risk

The purchase path, app activation, or merchant data may be at stake right now. Left alone it costs the merchant money and the team installs.

Suggested action. Try to reproduce on a test store today. If confirmed, treat it as an incident: fix or mitigate first, then reply to the reviewer with what changed.

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